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Ionic not tracking heart rate data

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‎12-17-2020 11:39 - last edited on ‎12-18-2020 16:35 by Fitbit Moderator

‎12-17-2020 11:39 - last edited on ‎12-18-2020 16:35 by Fitbit Moderator

My watch has stopped tracking my heart rate! It is out of the factory warranty, I have done a factory reset a few times and it'll start working for a few hours but then stops again. My tracker is up to date, but the lights on the back are not coming on. So frustrating! Please help

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎12-18-2020 16:33

‎12-18-2020 16:33

Hi @sfisette8, welcome to the Community Forums.

 

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I understand how frustrating this matter can be for you. To better assist you with this inconvenience, can you please let me know if the heart rate sensors of your device are still flashing or are they completely unresponsive? Did you experience this situation in the past or is it the first time? If you haven't already done so, I recommend you to check the information that's specified on our help article: Why don't I see my heart rate on my Fitbit device? and try the troubleshooting steps to fix the heart rate sensors of your Fitbit device.

 

Looking forward to your reply. Let me know if you have any additional questions.

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‎12-18-2020 17:27

In response to RicardoFitbit

‎12-18-2020 17:27

The lights are completely unresponsive. I had this problem a couple weeks ago, went through all the troubleshooting and ended up doing a factory reset. This worked for a little bit, but now is not fixing the issue. I chatted with customer service and they said they can't do anything because it's out of warranty.... This is like the 3rd watch from fitbit that has stopped working. I'm highly considering leaving the fitbit fam.

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‎12-21-2020 11:57

In response to sfisette8

‎12-21-2020 11:57

Your update is appreciated @sfisette8.

 

Thanks for the details that were shared with me. Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance with your Ionic or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

 

I'll be around if you need anything else.

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